Team Lead, Fraud & Dispute Operations

At ING, we’re not here to make banking complicated. We’re here to make it simpler, more intuitive, and fit seamlessly into our customers’ lives — so they can focus on what matters to them. As one of Australia’s leading digital banks, we’ve built our business on innovation, customer focus, and a commitment to doing things differently.

As our next Team Lead, Fraud & Dispute Operations, you’ll play a key role in leading a team responsible for managing fraud investigations and dispute cases across our products. You’ll guide your team through complex and time-sensitive situations, ensuring customers are supported with care while delivering accurate, compliant outcomes.

This role combines people leadership with operational oversight. You’ll drive team performance, strengthen controls, and continuously improve how we manage fraud and disputes — all while working closely with stakeholders across the business to deliver consistent, high-quality outcomes.

This is a permanent role based in Sydney.

What you’ll do

• Lead and develop a team, supporting performance, engagement, and capability building.
• Oversee fraud and dispute investigations, ensuring accurate and timely case resolution.
• Monitor team performance against KPIs and service standards, identifying areas for improvement.
• Manage operational risk by identifying control gaps and ensuring compliance with regulatory requirements.
• Provide subject matter expertise and support continuous improvement across Fraud Operations.
• Work closely with internal and offshore stakeholders to deliver consistent outcomes.

What we’re looking for

• Experience leading a high performing team within banking and a strong understanding of fraud, disputes, or risk processes.
• Proven ability to manage performance and coach team members.
• Strong problem-solving skills and sound decision-making capability.
• Effective communication and stakeholder management skills.
• A proactive approach with the ability to identify improvements and challenge processes.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?

Contact Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Thursday, the 11th of June.

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